Head of Shared Services, Customer Experience airbnb
THIS JOB HAS EXPIRED No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.
Airbnb is looking for a seasoned operations professional to run Shared Services for the Customer Experience Team. The job is based in San Francisco at Airbnb global headquarters.
High Level Job Duties:
Manage all of the support functions that optimize the Customer Experience global operations: scheduling / workforce management, communications, project management, tools and systems, and customer experience insights/interaction with product team
Manage five or more teams totaling 40 or more employees.
Play a critical role on the Customer Experience global leadership team, helping to drive strategy and providing global perspective to regional and functional heads of operations teams.
Bring a highly data-driven approach to supporting the Customer Experience teams and enabling them to provide the best possible experience to Airbnb customers.
Work closely with Finance and Analytics on headcount forecasting and devise optimal allocation of headcount across functions, time zones and languages.
Work closely with Product team to address key issues in user experience that are drive customer experience issues.
Drive continuous improvement into the operation through project management, ongoing process improvement. Able to turn insights into measurable action plans.
In partnership with regional and functional heads of operations teams, be equally accountable to service level, experience and efficiency targets.
Requirements/Desired Experience & Skills:
Minimum 10 years senior management experience in inbound customer operations.
Able to use Net Promoter Score to drive continuous improvement into a large operation.
Experience managing large customer service systems highly desirable.
Experience leading customer operations teams of 100+ employees a plus.
Seen as company leader - is able to work cross-functionally
Management of large budgets a plus.
Diverse background that may include experience with consulting and product management welcome.
$2000 yearly employee travel coupon
Paid time off
Medical, dental, & vision insurance
Life Insurance and Disability Benefits
Flexible Spending Accounts
Daily breakfast, lunch & dinner
Weekly happy hour
||San Francisco, CA |
THIS JOB HAS EXPIRED